Phase 1: Initial Support & Triage

1. Ticket Registration: The End User must register a formal ticket at www.focustronic.com  Right side, orange tab “Log Support Ticket”    
2. Troubleshooting: The Support Team will provide remote assistance to reach a swift solution and avoid unnecessary shipping.
3. RMA Issuance: If troubleshooting fails, the Support Team will send an RMA Form.
   
   • Note: Returns are only authorised by the Support Manager or Local Distributor.

Phase 2: Shipping & Inspection

1. Submission: The End User ships the unit to the Local Distributor with the RMA Form included.
2. Physical Inspection: Upon receipt, the Distributor will perform a technical evaluation to confirm the reported fault.

Phase 3: Warranty Validation & Fees

The warranty covers manufacturing defects only. The following conditions apply:

• Neglect & Misuse: If the inspection reveals the unit has been neglected (e.g., water damage, improper mounting, physical impact, or evidence of unauthorized repairs), the warranty will be voided.
• Inspection Fees: In the event that a unit is returned and found to be “No Fault Found” (NFF) or is rejected due to user neglect, the Local Distributor reserves the right to charge an inspection and handling fee per country Distributor rates
• Return Shipping: Costs for returning neglected or non-defective units to the End User will be the responsibility of the End User.

RMA Terms and Conditions

By returning the equipment associated with Ticket #__________, the sender acknowledges and agrees to the following:

1. Authorization Required: No returns will be accepted without a valid RMA form authorized by the Support Manager or Local Distributor.
2. Warranty Scope: Warranty coverage applies strictly to manufacturing defects. It does not cover damage resulting from physical impact, liquid ingress, electrical surges, unauthorized modifications, or general neglect.
3. Inspection & Voiding of Warranty: All units undergo a physical and technical inspection upon receipt. If the unit shows evidence of misuse, neglect, or improper installation, the warranty will be voided.
4. Service Fees: A standard inspection and handling fee will be charged per country Distributor rates
5. may be applied if:
   
   • The unit is found to be “No Fault Found” (NFF).
   • The fault is determined to be caused by user neglect or misuse.
6. Logistics: The sender is responsible for secure packaging. Damage incurred during transit due to poor packaging may result in a rejected claim. Return shipping costs for out-of-warranty or neglected units are the responsibility of the End User.s